Complaints

This profile includes complaints for Hendrick Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hendrick Automotive Group

  6000 Monroe Rd Charlotte, NC 28212-6119

  
• 

  Hendrick Honda Woodbridge

  14201 Richmond Hwy Woodbridge, VA 22191

  
• 

  Dale Earnhardt Jr. Chevrolet

  3127 W Tennessee St Tallahassee, FL 32304

  
• 

  Rick Hendrick Toyota Sandy Springs

  6475 Roswell Rd NE Atlanta, GA 30328

  
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  Mall of Georgia Mazda

  3546 Highway 20 Buford, GA 30519

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into the **** Hendricks dealership In ****** ** on Saturday April 22,2023 after contacting them about a new 2022 Chevrolet **** Cutaway Box truck, I had every intention of purchasing this truck for my business. I did not test drive or even inspect the truck prior to arranging financing, signing the paperwork or even placing the down payment on the vehicle since I already have on in my fleet and it being a new truck which they had 2 of the exact same trucks on their lot. After signing everything and preparing to leave with the truck I discovered there were no rear running lights working on the truck , since it was dark by this time maybe around 10:00-10:30 pm Saturday night. So I was unable to accept the truck as it was not safe or legal to drive from their lot. By this time there was only the finance manager and one other employee still on-site. Since I could not take delivery of the truck that night. I instructed ****** finance manager taht I had been dealing with ****** to not proceed with the sale of that truck until we could have the issues with the lights addressed. . I advised ****** of my concern that it was very concerning to me that a new truck would be blowing fuses and or bulbs, He assured me that it was a fuse or bulbs and that he would have a technician im Sunday until noon and they would address the issue with the lights then. Again I instructed him that I did not want to move forward with the purchase of that truck until we knew for sure. Bit I would still be willing to purchase the other identical truck as long as there was nothing wrong with it. I was adamant that I did not want him to process the sale of that truck until the issues had been addressed. I did not want to move forward with that particular truck, but would still be willing to simply change everything over to the other truck they had that is exactly the same in every way. Now on Monday they have processed the sale charges my card 8k I can not pick up the truck to use.

  

  Business Response

  Date: 05/01/2023

  We spoke with the customer. He said that this has been resolved and that the only remaining items owed at this time is a 2nd key and gas card which they are aware of and will be taking care of. 

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hendrick Luxury Collision **************************************************************** **************ser had lied to us, and he said that they could have all the issues fixed in thirty minutes by using paintless dent repair, and when I asked him about the scratches he said that they would just buff those out. Knowing a close friend who owns a body shop, we knew they that it would not be a 30 min fix. Fast forward, we contacted Hendrick Auto Group corporate headquarters and and they refused to do anything about it either because they sided with their employee his account of the story and situation. I would like someone from the top tier of management to reach out to resolve this without seeking legal action. We have video of the entire conversation and pictures of the vehicle's condition upon pickup. If we would have known that there was nothing USAA could if anything went wrong, we would have never gone there to get our vehicle fixed. Attached is an estimate from Caliber Collision after we left Hendrick Collision to repair the damage that was on the vehicle upon pickup.

  

  Business Response

  Date: 04/24/2023

  The collision center has agreed to take care of the dings on the new panels with paintless dent removal at no charge to the customer.
  
  A rental will not be provided because this is a very short service.
  
  Please give the collision center Manager *************************** a call directly to set up the appointment **************.

  Customer Answer

  Date: 04/27/2023

   
  I am rejecting this response because: The vehicle has more damage on it than just a few dents.  The driver door does not seal properly as I stated in the initial complaint to the point where you hear massive air flow, there are scratches on multiple areas where they supposedly replaced **************** and this cannot be repaired by someone who does paintless dent repair.  The scratches on the body are too deep to buff out and they need to be prepped and repainted. Furthermore, i did as they asked and called the manager directly at the phone number provided and left messages with no response back.  I called on Monday 24 April.  Hendrick Auto Group needs to make this right.  All of these issues were noted and verbalized to the manager the day we went to pick up the car.  They were also verbalized and expressed in writing to Hendrick Auto Group's corporate office.
  
  

  

  Business Response

  Date: 04/28/2023

  **************** Manager will reach out today to try to resolve.

  Customer Answer

  Date: 05/01/2023

   
  I am rejecting this response because: Today we went to the ********* center and still the personnel there tried to avoid the fact that the scratches on the panels that they replaced were there when the vehicle was initially dropped off.  After I explained to the manager that those scratches were indeed not there and showed him the timestamp of the pictures that were taken at the time of pickup, he then acknowledged that indeed it was their doing.  I would like someone from ********************** to reach out to me to discuss this issue.  We now have to leave our car there at the shop with no rental vehicle when this was all at the fault of the collision center and I feel that they should provide a rental vehicle because they did not fix my car the first time they had it.  This is ridiculous that we have to waste all this time and effort on trying to get a business to do exactly what they were paid to do.  Now it is coming at the cost of the customer.  We would like to get a rental vehicle until the vehicle is done.
  
  

  

  Business Response

  Date: 05/02/2023

  Regional Manager *********************** will be handling the complaint from here. 

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My truck still hasn't been looked into and my appointment was Monday. I still haven't heard anything back from my service consultant or the service department after 4 attempts at contacting them.ave the name, I would receive a call back soon as one is free and still haven't received anything back.

  

  Business Response

  Date: 04/25/2023

  Mr. ******* repairs are underway. He is in a vehicle from ** and is happy with our actions up to this point.  I have taken over the Repair Order and will be
  In constant touch with him as his truck progresses. I expect it to be finished by end of this week
  
  
  *****************************
  SERVICE CONSULTANT
  **********************************************************
  EXT. ************

• Initial Complaint

  Date:04/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  I am rejecting this response because:
  I, *************************, Want to request additional information on *********************** identity and role at the dealership. ****** must disclose data-sharing practices and protect customer data under the ********************************** Act and *** Safeguards Rule, and evidence submitted suggests noncompliance. 
  I, ****** question if ****** is covered by the *** Safeguards Rule, given financing and leasing options and if the dealership displayed any original documents with his wet ink signature. ****'s response misinterprets and disrespects Demond's affidavit and lacks the required response time. 
  I request documentation supporting All of ******'s claims, Responses and to clarify what is referred to as erroneous paperwork. ****** conceals the absence of my information, preventing loan acquisition and more. ****'s claim that ****** attempted exhortation lacks supporting documentation. I have offered $175,000 to settle by two reasonable dates and never requested "100k in cash, a new Supra," as **** implies. My finally date of acceptance on the settlement ends April 30th via this message from me to the BBB escalated to Hendrick ****** Merriam. ****** covers up the absence of Demond's information and signature. I request more information on ****'s identity and role, ******'s compliance, supporting documentation, and all the information regarding any application & denial of approval involving my printed name & wet ink signature.
  

  

  Business Response

  Date: 04/19/2023

  This guest, applied for credit. He was working for one of our vendors at the time and applied to get approved on a new ****** Supra. He has sent ** erroneous paperwork twice, and is now stating he wants the credit inquiry removed, that he authorized us to run for his application. He then said he wanted us to give him $100,000 in cash for his credit being pulled and a new supra and was legally within his right to do so. We ignored both sets of documents as they are not legal, from any legal council of any kind, and in basic language he is trying to exhort money from the store. He did not get approved and we did NOTHING wrong. There is nothing further that the dealership or Hendrick Automotive Group is will to do regarding this issue. 

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used a Jeep Cherokee form ******************** on 2/6/23 for $26,392.97. The vechicle has an automatic shutoff when it stops. About a week after purchasing the vehicle, I stopped in traffic and it delayed for a few seconds before starting again. I found it to be a bit weird, but I made a mental note to monitor it. On 3/15/23 I was driving on Highway ********************* traffic. When the traffic started to flow again, the car would not move. I fiddled with it for a while, then I decided to turn the ignitation off and turn it on again. Then it started, and I was able to drive home. I call to report the problem to ****** and I was told to bring it to the service department. I took the vehicle back to ***** after work the following day. After 8 days, they told me that they could not duplicate the problem that I reported, and that there was nothing wrong with the vehicle. I took the vehicle back from them on 3/28. On 3/30, I was on my way to work and stopped at a light. The car cutoff again. This time, all the lights in the car went off. I called the dealer and spoke to the service manager, *************************. He texted and told that I should expect a call from the sales manager soon. I received no call. On my way home from work on, I took the car to the Jeep dealer. They ran a test and found that the battery was below the threshold. ***** made arrangements to get that fix. I got the car from ***** on 4/4. I drove the car twice aften receiving the car. On 4/10, I got in the car to leave for work. I turned the ignition on and put the car in reverse. It did not move. The battery light was on, the break light was on and the reverse light was flashing. I call ***** again and reported the problem. They have decided to swap out the car, but they did not want to credit me the money I paid. One sales person told me that I got a lemon, but ** lemon does not protect **** have been lied to. ***** wants to give me $20,000 toward a car that I have to get from them.

  

  Business Response

  Date: 04/19/2023

  We have the car and it has been running just fine.  Starts up every time and has not shut off or seen any lights. 

  We have been trying to fix this for few weeks now.  We gave her a rental car for to drive while her car went to CDJR store to be look at.  They checked it out with no issues.
  
  She is in one of our used loaners now.  There is Nothing wrong with the car.  It has idle stop/start when sitting at the stop light she doesnt understand.
  
  We asked her to come back to the store so we can trade her out of the vehicle.  Still waiting. Nothing we can do until she comes back in.
  
  She bought the car on 2/06/23, financed with her Credit Union

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and accept what was offered to me via phone call while speaking with ******************* earlier this week and on yesterday. He offered to replace my window regulator, refund $800 which was paid out of pocket to have another part of my car fixed in conjunction with the existing repairs, and agreed to fill up my gas tank. When I spoke with him on yesterday, he confirmed that what was offered and accepted by me, still stands. 

  
  Thank you. 

  
  xtra payment of $800 being added to the insurance payment of $4,310 totaling $5,110. I never received consistent updates from *********************** and was not informed that repairs were required on the right back passenger door and only realized today (i.e. 04/15/2023) that repairs were completed ONLY BECAUSE I reviewed the "Preliminary Supplement 1 with Summary" document. When I was contacted by ***********************, he provided updates about the front right passenger door ONLY. After the first drop off, I received a call from him sharing that "additional damage was found which may cost around $1,000" but he never disclosed where the damage was located. Customers must authorize completion of ALL repairs, from a legal perspective. Based on wages lost from work, completing multiple trips from Northern Virginia to *******, **************, having multiple rental cars, in conjunction with the mediocre/lack luster experience I have had overall, I WANT A FULL REFUND OR WE CAN GO TO COURT! FOR A FULL SYNOPSIS REVIEW THE ATTACHED PDF!

  

  Business Response

  Date: 04/19/2023

  We have been in contact with this customer and have her father in a loaner while we address the concerns. We will reach out and provide an update and let her know that her vehicle will be ready hopefully by Wednesday. We are going to top off her tank and give her a $100 gift card too. 

• Initial Complaint

  Date:04/12/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  I am rejecting this response because:

  So the dealership offered to reimburse us for our repairs after purchase, due to their faulty work at the dealership prior to ** buying, but I have not received a payment yet. Also, I have been told someone from the dealership would be reaching out to discuss their charge for PDI (pre-delivery inspection) in which we paid $2,300 on top of the purchase price for this, and then took a faulty vehicle home. I feel it is only fair to have this refunded after all of the trouble I have gone through since purchasing this vehicle. No one at the dealership was going to make any of it right until I went to their corporate office and filed a complaint with you. I also had to get them to send copies of the sales docs for registration purposes here, because they did not give them to us at the dealership. They have done nothing but create a lingering issue for us at this point. It could have been taken care of very quickly, but the dealership did not seem to care. I expect them to go above and beyond to make it right at this point. 

   

   

  Thanks,
  *************************
  
  
  

  
  e to $2,300. I gave up fighting it, as we were ready to finalize the deal and make our lengthy trip home. Fast forward a week, we realize the car has puddled up fresh oil in our garage. We ended up at our local Lexus dealership and it was discovered that ***************************** Chevrolet had cracked the oil filter cap when they changed the oil. $350 later, we were on our way with the repaired car. ***************************** said they would look into reimbursing us, but no one seems to be too concerned about actually doing this. The sales manager has been zero help, as it was supposed to be on him to make sure we were taken care of. These people are completely unprofessional in how they do business. Not only did we spend $350 on a repair that was their fault to begin with, but we spent $2,300 on their bogus inspection only to drive home a car with issues.

  

  Business Response

  Date: 04/13/2023

  We apologize sincerely for the frustration and upon receipt of services rendered we will reimburse the customer the 350$. We will also send the necessary paper work that was requested. 

  

  Business Response

  Date: 05/02/2023

  We have refunded this customer fully and believe that this issue has been resolved.

  Customer Answer

  Date: 05/05/2023

  The dealership has informed me they are going to be refunding the inspection fee (minus the $350 they reimbursed for repairs) and I have accepted this offer. They have not refunded me yet though, so I do not want to close this complaint until I have received a check from them.
  
  

  

  Business Response

  Date: 05/09/2023

  I just got off the phone with the customer and reminded him that we were waiting on the waiver back from him.
  
  He asked me to resend it to him, as soon as I get it back from the customer we will get the check cut so that we can be done with this and move on.
  
  Customer has *******'s cell number if they have further questions. 

  Customer Answer

  Date: 05/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. However, please keep this case open until I have received payment. I did not receive the waiver through email last week, so I signed it as soon as they resent yesterday.
  

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have read the response from Hendricks **** I didn't notify them as soon as I pulled off the lot because the problem didn't happen until about 2 days later. Had this problem would have happened as soon as I got my car, I would have left my car with Hendricks *** and until the problem was fixed. As soon as the noise from the muffler started, I immediately called to schedule an appointment with Hendricks. I was contacted by Hendricks ***, and I spoke with a gentleman from the Northlake location that told me he would see if they had a loaner available where I could get my car in sooner or would hook me with an enterprise rental, and would make plans to pick my car up from ********, so that I would not have to drive the car and possibly further make the situation worst, if there is a situation. So I will see how that goes. I just want my car fixed that's all! And!! I'm smelling some type of burning coming from the muffler so the sooner they can rectify this situation the better.
  the mechanics have absolutely no idea what they're doing. I looked at him and ask him why he was here if he has such negative things to say about ************* mechanics and he told me he only comes to buy parts he's told me that he has grown his car to this facility and has had all types of work done to his car, only to get it back and something is always wrong in his car so he told me that they always mess up something whenever they're working on his car and he told me never to bring my car to ************* to get my car fixed. literally within 2 days of having my car off the lot from having my car "Fixed" all of a sudden my muffler started making clinkling noises like something's loose. I'm upset because I remember the gentleman telling me not to get my car worked because at the facility because the mechanics will mess my car up and now I'm smelling burning coming from my car and my muffler is making loud clinking noises! I shouldn't have to pay for an issues that I have never had before

  

  Business Response

  Date: 04/11/2023

  I spoke with her advisor and we scanned all MYKAARMA calls and messages.  The customer (****) never let us know that anything was an issue after pickup.  The customer picked up her car and accidentally called ****** once per her own admission in MyKaarma but never called back to say of the issues she wrote about.  There are no texts or emails that an issue existed.  I called her today and she stated they were doing her husbands birthday party and she would appreciate a call instead, in the morning.  We will offer free diagnosis of the issue and see if anything is related with our *******, but we have to know when an issue exists to offer a path to a resolution. We will work with her to resolve the issue. 

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  though the alternator, or the battery was affected. Therefore, the BRAKE light stayed on all night until reaching back out to AAA. AAA picks up again on March 28th. They call & say they do not see an issue w/ my suspension & that the tow truck could have done this if it is & that I may need a new battery. The battery is new. I call in a claim to my warranty company, paid my $100 deductible on April 6th. I pull up unexpectedly on April 8th to check on the status. The suspension is still weak, there are broken parts on my floor and the truck moves all over the road. They begin to ask me about my last wheel alignment and about my new tires, things that are not part of this contract. Because now the accountability is being shifted to the previous dealerships I used. These people do not care about your well being, there is no integrity or empathy towards the consumer. I left the vehicle and as of yet, have not gotten a call to even rectify my concerns. I will take them to court.

  

  Business Response

  Date: 04/13/2023

  We repaired the original reason the car was towed to ** due to liquid that was spilled and damaged a module. We apologize if the customer felt that we didn't communicate properly or that the repair took longer than expected. We in no way damaged the vehicle while it was in our possesion but took the necessary actions to help facilitate the needed repairs with her warranty company. The suspension issues have been corrected, the vehicle has be aligned twice and there are no drivability issues that we found. We would like to invite the customer to ride with our shop ****** and express any concerns she might have about the vehicle. If there is something that needs to be addressed, we will have our Service Manager handle the issue at that time. All repairs are complete and the vehicle is ready to be picked up. 

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  I am rejecting this response because:

   

  Dear ************,

  My Hendrick ******************** limited drivetrain warranty is about to expire April 14th. I will no longer be covered for the drivetrain issues that have been ongoing including the current PO021 code diagnosed 3/23 at the transmission shop (see attached photo). Since the purchase of my 2013 Buick Lacrosse from you January 16th of this year I have been chasing down problems and trying to take care of this car properly. With no help from you. 

   

  Because my warranty expires as of April 16th, its imperative, that you settle this matter by no later than close of business, Friday April 14th. 

   

  As of today, I have not been contacted by you or ******************* as requested in my letter to the BBB. I was contacted by *********************, April 11 but he was not able to settle the matter because he said he had to get back with you. So Im appealing to you directly with the following expectations: 

    

  1. Extend my drivetrain warranty from 3 months or ***** miles to 24 months or ****** miles. **** attached) 

  2. Credit the $800 Ive spent for the tune-up. 

  3. Reimburse the $209 to correct the over-full transmission fluid level you forgot to address when you had the car. 

  4. Credit me for the new Michelin tires. 

  5. Repair/replace the burnt-out 3rd brake light bulbs. 

  6. Give me 3 free oil change services to properly take care of fluid levels and check other maintenance items. 

   

  The 24 months ****** mile Hendrick AutoGuard VSC is the only item that ********************* had not gotten approved. I can assure you I will not go away until these items are addressed and completed. Im discouraged and dismayed by your lack of response. It suggests *******************************s established lacks integrity and transparency and future customers should be made aware in all public forums. 

   

  The warranty is of major concern to me and needs to be addressed immediately. I truly hope we can avoid litigation which would add the expense of attorneys, court and legal fees as well as punitive damages. I am at present consulting with the ***************************

  
  
  

  Please remit ASAP.

   

  Please see attached 

   

  
  o a vehicle I purchased from your dealership on January 16th, 2023. I had purchased a car from you previously and was satisfied with the transaction. Im sorry to say Ive not had a similar experience with this vehicle, nor with the gross negligence of your customer service. I thought it only fair to give you a timeline of my experience before I seek more dramatic reparations. The evening of January 15, 2023, I saw the 2013 Buick Lacrosse (Vin#*****************) posted online and sent in for information regarding availability. I was contacted the next morning and then connected to your salesman *************************. He informed me the car was still available and sent me a walk around video in which he stated, It just had new Michelin tires put on it. I have this video in evidence and will offer it with many other documents detailing the shoddy, potentially dangerous conditions under which I bought a car that was misrepresented as a functional vehicle. Based on the information provided me by **** and in good faith I decided to purchase the Buick Lacrosse on January 16, 2023 from ************************************************************, Cadillac. The first week I experienced a jerky shifting or banging gears in the drivetrain while going up a slight incline at about 45 mph. The car repeated the same jerky behavior again several times on the interstate, and the check engine light began flashing giving cause for alarm. Consequently, I brought it to the auto store and plugged it into an OBDII and there were no codes. My wife and I experienced the same jerking on a trip to ******* the following week, and I became deeply concerned for the long-term health of the vehicles drivetrain, timing components, transmission module and converter. I brought the Lacrosse into your service department on February 23 to be professionally diagnosed. Thats when I discovered the vehicle was in your shop December 2, 2022 for severe overheating and leaking issues the month before I purchased the car. This service ticket was not disclosed to me by ************************* or in the packet he gave me when I asked him for the service history and work that was performed on the car prior to my purchase. I would have reconsidered purchasing the car if I had been made aware of its volatile history. Once again, the packet ******************** gave me did NOT include the most critical service ticketYOURS. Or any service done after trade-in. I found out the cars problematic issues of over-heating and leaking by accident while discussing the cars maintenance and history with *******************, my service advisor, who mentioned to me that it had been in the shop just the month before. You sold me a car without disclosing serious issues, which led me to investigate other perhaps unrevealed problems. Fact: ************ did not disclose accurate information about the cars condition or its history. This car had had nothing at all done to it to prepare it for resale. Those tires ************ boasted of were NOT new Michelins but were found to have ****** miles on their treads. (later they stated they didnt put new tires on because the existing tires had at least 9/32 of tread remainingwhen I had them examined at a tire shop they had less than 6/32, so I was lied to twice). Even the simplest of repairs was neglected such as broken brake light bulbs and a recent oil change. When ********************* bragged that *******************************s team will put up to $3800 of service/repairs into their used vehicles no further authorized signatures needed, he was certainly not talking about the Buick Lacrosse you sold me under false pretenses. I would not have bought the car unless you would have been able to guarantee me that this was not going to be an ongoing problem and expense. The 90 day warranty wouldnt have been enough to ease my concerns. Instead of addressing the problem, you charged me $800 for a tune-up that shouldve been done before you put it up for resale.To date I have spent $800 on a tune-up, $209 on a transmission fluid change and diagnostic, $340 on burnt brake light bulbs, $1300 on an actual set of new Michelin tires, etcetera, and these are all issues you should have addressed before putting the car on the lot, and/or most certainly should have disclosed before an honest sale. One last complaint: Ive been ignored repeatedly for over two months. I have called, left messages, spoken with, and sent emails innumerable times and they have gone unanswered. Before I seek legal counsel and reparation through the court system I ask that you:1. Extend my drivetrain warranty from 3 months or ***** miles to 24 months or ****** miles.2. Credit the $800 Ive spent for the tune-up.3. Reimburse the $209 to correct the over-full transmission fluid level you forgot to address when you had the car.4. Credit me for the new Michelin tires.5. Repair/replace the burnt out 3rd brake light bulbs for safety reasons as well as the glazed brakes for wear and remaining life. (They vibratejust another issue you overlooked and forgot to reveal in your disclosure.6. Give me 3 free oil change services to properly take care of fluid levels and check other maintenance items. My 90 day warranty ends on April 14th. If these issues arent personally addressed before April 5th, Ill have no other recourse than to bring my complaints to court. I have attached copies of all relevant documents and the video of ******************** attesting to those new/very old Michelin tires. Respectfully, *****************

  

  Business Response

  Date: 04/17/2023

  Good Morning,
  
  I will again offer to reimburse the client for the money he has spent with proper receipts or buy the vehicle back for the entire purchase price plus the money he has spent.
  
  Thank you,

  *******************
  Executive General Manager
  ********************************************************** Buick GMC Cadillac
  ************

  Customer Answer

  Date: 04/18/2023

   
  I am rejecting this response because:

  ******************,

   

  Im personally sorry to read your response and see that you have obviously not briefed yourself on the specifics of these complaints or accurately portrayed what was discussed in our phone conversations. One would simply have to read this BBB complaintor the letter sent April 3 to your superiors to see that my number one item issue was the warranty. Perhaps theres some confusion on your end because management is passing this off to you without the actual trail of information attached. Maybe upper management didnt copy you in on my letters. Nevertheless, I find it particularly rude in a business such as yours when customers are constantly ignored, rebuffed, given the run-around and swept under the carpet. Especially when there are legitimate issues. Regardless of the situation, youve obviously have been put into a difficult situation as my letters were not addressed to you.  ******ly, Ive been expecting your general manager ************ or the general sales manager, **************, or on your level, sales manager, *************** All whom have been copied in on my last email letter dated April 3, 2023. So I was surprised when you called me and not somebody higher on the chain of command whom I had previously addressed my complaint letters to.

   

  I gave you a listen to, since you were the only one who had called me at all in over a month.  

   

  Its a shame however that you just documented a total misrepresentation and a skewed accounting of the facts of our conversations 4/11, the nature of our calls, and how it was left off. To set the record straight, you agreed to complaint items numbered 2 through 6 and when I asked about item 1 (the warranty) you said, Ill have to get with my manager and Ill get back to you.  You failed to pick up the phone later that day or the next or return my messages or respond to the email I sent you the morning of the 13^th. To date youve not responded to anything and neither have your superiors.  You were not named on any of my correspondence, phone messages, chats, or anything to do this case. But in the best interest of working this out, I will agree to the following cash settlement. I am not going to be able to keep the work in housebecause I no longer trust your business practices in good faith. 

   

  I am not interested in trading cars or services with you at this point. However, I am prepared to offer you a cash settlement in hopes of saving you future costs, Im trying to utilize the efforts and services of the BBB to achieve such a settlement. To keep it simple for your understanding I agree to the following:

   

   1. Extend my drivetrain warranty from 3 months or ***** miles to 24 months or ****** miles. ****** cash value $2850 value.

  2. Credit for the $800 Ive spent for the tune-up. ****** cash value $789.

  3. Reimburse the $209 Ive spent to correct the over-full transmission fluid level. ****** cash value $209.

  4. Credit me for the new Michelin tires. ****** cash value $1300.

  5. Repair/replace the burnt-out 3rd brake light bulbs. ****** cash value $363.45

  6. Give me 3 free oil change services to properly take care of fluid levels and check other maintenance items. ****** cash value $225.

   

  The actual cash value of the above six items is $5,736.45. This can all be substantiated in a court of law. Please remit a bank check in the amount of $3,800 to:

   

  Michael Fromkin  

  *****************************

  ***********, ******* 31792

   

   

  That is a compromise on my part of $1,936.45. If I receive these funds by 4/24/23 we can consider BBB claim# ******** settled and closed. If you cannot agree to these terms, I will continue to work with the BBB and Georgias ************************** to understand my rights in this matter and the extent of your malfeasance.

   

   

  Regards,

   

  Michael Fromkin

  Customer

   

   

   

  
  

  

  Business Response

  Date: 04/19/2023

  Mr. *******,

  Good morning! After speaking with leadership at Hendrick Automotive Group we are offering to reimburse you for the money spent with proper receipts or buy the vehicle back for the entire purchase price plus the money spent. Outside of this offer there is nothing further that ***********************************************************, *********** or HAG can do any further. 

  Have a great day!

  Customer Answer

  Date: 04/24/2023

   
  I am rejecting this response because:

   

  Great to receive your settlement response,
  
  
  There are two options on the table for me based on your response in settling my BBB complaint.
  
  1.  Im requesting ***** days to finish gathering receipts.  I have a service appointment Friday 4/28 for the 3rd brake light replacement.
  
  2.  Currently there is a car in service being prepaired for sale in *****, *******.  I would like to be able to consider trading for it. Can you assist me in making the trade happen? As a fellow dealer perhaps you would you be able to have them hold or deliver the car.  Can you help make sure the trade wouldnt be held up on your end if I choose to return this car? 
  
  I cannot afford to pay for two cars at once or to be out of a car. Can you secure this car in ***** for me to choose between?

   

  Thank you,
  
  *****************************
  
  
  
  

   

  Please see attachment.
  
  
  
  

  
  

  

  Business Response

  Date: 04/25/2023

  Spoke with ****************** and plan on answering his questions with the dealership.

   

  

  Business Response

  Date: 04/13/2023

  Good afternoon,
  

  I have spoken to the customer on two occasions and for customer satisfaction we decided with the customer that we will be refunding $1009 to him for the tune up performed and the transmission diagnostic he received from another repair facility. We also offered to replace his 4 tires with *********. The customer was in agreement until we received a phone call from him stating he also wanted to have a 2-year 24k mile warranty at the dealership's expense covering his powertrain. It has been decided that we will not be offering an extended warranty contract to ******************. **************** has decided to purchase the vehicle back for what he paid including taxes and fees as good faith. Or we can assist with trading it in for what he paid for it towards a new vehicle. 
  
  Best, 
  
  *****************************
  Service Manager
  *********************************************************** Cadillac
  ************

  Customer Answer

  Date: 05/15/2023

   
  I am rejecting this response because:

  ******,
  
  Thank you and Egzine from the BBB for making the *********************************************************** ******** associates act on my behalf. Without your intervention Im sure we would be headed down a different road. Its a shame that I had to go through this much trouble to get what shouldve been performed before, at, or shortly after purchase. Both GMs ******************* and ************************* refused to discuss, address or negotiate item #1 warranty.
  
  When we spoke you said you could help me with warranty if I closed my BBB claim.
  
  I am now ready to act on that promise with you.  At your convenience, could you please give me a call.
  
  Thank you.
  
  *****************************
  **************
  
  P.S  Enclosed is a copy of the 24 month ****** mile Hendrick AutoGuard warranty.

   

  Please see attachment

   

  
  

  

  Business Response

  Date: 05/15/2023

  The dealership feels they've gone above and beyond to resolve this complaint. 

  They are going to discuss this with the General Manager and have an answer by end of day tomorrow.